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Eventually, the player had been able to withdraw his funds and thanked us for our assistance in resolving the issue. The player from India had deposited âč1,900, which had not arrived in his casino account. He complained about the lack of responsiveness from customer support. We had advised him to forward his payment receipt for further investigation, but he had not responded to our messages. As a result, we were unable to proceed with the investigation or provide potential solutions. The complaint was rejected due to the lack of response from the player.
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The player from Ontario, Canada had reported that his casino account had been blocked after a friend had misused his phone. He had been expecting a transfer of 5000 CAD and had sent an email to the casino five days prior without receiving a response. He had confirmed receiving the expected amount and was unsure of the remaining balance in his blocked account. We had clarified that casinos could block accounts for any reason as long as they didn’t withhold players’ funds. As the player’s funds were not withheld, we did not assist further.
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The player had been advised to wait for the refund process to complete. However, due to lack of further response from the player, we had to reject the complaint. The player from Bolivia had been trying to verify his account for a week but it remained in the processing queue. The player reported that the verification process had been ongoing since February 16th and all the documents had been accepted. However, the casino had not provided any updates since then.
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After an extended correspondence between the player, the casino, and the Complaints Team, the casino received the player’s apostilled document via postal service. Following this, the player’s verification was completed, and the player was permitted to withdraw the remaining funds. The player confirmed that the withdrawal had been processed successfully and has received the winnings. The player from Argentina had his withdrawals blocked by 1xbet after some playing.
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Despite complying with document requests, the account was closed without any given reason. After the investigation and studying proofs from the casino, it was concluded that the player has forged submitted documents. A player from Algeria has been blocked from withdrawing funds until account verification is completed. Despite sending all required documents, the account was closed and funds were confiscated with no given reason. The complaint was rejected as it was sports betting related.
We had also clarified that we handled complaints related to online casinos only and had limited insight into sports betting issues. Despite this, we had offered to contact the casino on the player’s behalf. The player from France had requested a withdrawal less than two weeks before submitting this complaint. The player claimed that the online casino confiscated his winnings of âŹ49.32 from a welcome bonus, suspecting him of having multiple accounts. He argued that he only had one account and his identity had been verified successfully. The player also reported that he used a VPN, which looked not to be a problem.
Despite extending the response time by 7 days, the player had failed to respond. Consequently, we were unable to investigate further and had to reject the complaint. The player from Bolivia made a withdrawal request and went through a two-week verification process. The casino is no longer allowing withdrawals through the previous method, Airtm, and instead is pushing for cash-withdrawal. The player is unable to make the cash withdrawal and despite reaching out, the casino’s security team hasn’t been helpful.
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Therefore, we were unable to accept his complaint, but offered to contact the casino on his behalf to gather more information. The player from Indonesia had requested a withdrawal 391 months ago which was denied by the 1XBet bookmaker. The bookmaker had set event limits, cancelled the withdrawal, and had requested various forms of verification such as photos and three months worth of receipts. Despite having provided these, the player received no response from support. We had attempted to investigate the issue by asking the player additional questions for clarification.